Dispatcher

New Charter Technologies

. Coordinate the efficient use of TAC technical resources to support client needs and service-level objectives .

Posted 10/7/2026full-timeRemote • United StatesMid-LevelSenior💰 $55,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in coordinating technical support resources, managing service-level agreements, and maintaining effective client communication. Proficient in using ConnectWise for ticket management and workflow optimization in a client-facing technology environment.

Highest-signal resume keywords

Technical Support CoordinationConnectWise ProficiencySLA ManagementWorkflow DevelopmentClient Relationship Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Ticket TriageEscalation ManagementTechnician SchedulingSupport Queue ManagementDocumentationProcess ImprovementService-Level Agreement (SLA) ComplianceIT Service ManagementHelp Desk OperationsManaged Services Experience

Soft Skills

Exceptional Communication SkillsAttention to DetailLogical Decision-MakingOrganizational SkillsCollaboration

Tools & Technologies

ConnectWisePSA SoftwareTicketing SystemsService Management Platforms

Certifications & Qualifications

Associate's Degree in Information Systems

Industry Keywords

Client SupportTechnical ResourcesService ProceduresSupport TicketsRemote EnvironmentProfessional DevelopmentSOPsClient AdvocacyService OperationsHigh-Volume Support

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Coordinate the efficient use of TAC technical resources to support client needs and service-level objectives
Prioritize incoming support tickets based on urgency, business impact, client needs, and service procedures
Assign and reassign support tickets to appropriate technical resources to meet SLA targets
Schedule technical team members for support tickets, projects, and service activities
Monitor ticket queues, outstanding issues, escalations, and service levels
Provide clients with updates about ticket status, scheduling, next steps, and expected resolution
Coordinate scheduling changes and resource adjustments with clients and ADNET team members
Answer incoming support calls and create and document support tickets
Advocate for clients by identifying service concerns, coordinating escalations, and following up
Maintain closed-loop communication throughout the support process
Maintain the managed client support portal and related service information
Perform administrative responsibilities supporting client and vendor relationships
Identify client opportunities and communicate them to sales and management teams
Maintain accurate activity, ticket, scheduling, and service information in ConnectWise
Monitor email and voicemail and respond within service expectations
Document and report client issues or concerns
Maintain current Service Coordinator processes and procedures documentation
Help create and improve team goals, policies, workflows, and SOPs
Stay current on industry trends and technologies affecting service operations
Participate in technical staff meetings and document meeting notes
Collaborate with TAC and ADNET team members
Pursue relevant education, training, and professional development with the supervisor
Follow company policies, SOPs, and core values
Perform other related responsibilities as assigned
Meet or exceed SLA ticket-triage targets and maintain accurate service records
Maintain client relationships, professional communication, productivity, and sound judgment in a remote environment

Requirements

What you’ll need

Minimum of three years of relevant professional experience or a combination of relevant education and work experience
Ability to organize, prioritize, and manage multiple tasks, schedules, and competing priorities
Exceptional written and verbal communication skills
Strong attention to detail, follow-through, logical decision-making, and prioritization of technical support work
Ability to work methodically with minimal supervision, independently and collaboratively
Ability to effectively speak, read, and write English
Correctable vision and full hearing capability, including ability to distinguish tones
Ability to perform normal office work, lift approximately 10–30 pounds, and sit and/or stand for up to 10 hours per day
Ability to work evenings or weekends occasionally as needed
Associate's degree in Information Systems or a related field preferred
Experience coordinating a technical support team, IT service desk, help desk, managed services team, or similar client-facing technology environment preferred
Experience with ConnectWise or a comparable PSA, ticketing, or IT service management platform preferred
Familiarity with SLAs, ticket triage, escalation management, technician scheduling, and support queue management preferred
Experience developing or improving workflows, processes, documentation, and SOPs preferred
Experience in an MSP or high-volume client support environment preferred

Benefits

Comp & perks

Growth and learning initiatives
Employee benefits
Company innovation opportunities
Professional development, education, and career objectives
100% remote work arrangement
Equal opportunity and inclusive work environment